As an Operations Manager I am responsible for overseeing the day-to-day operations of my cluster which consist of five to a maximum of eight teams with 15 agents. My primary role is to ensure efficiency, productivity, and quality in our operational processes. I am also involved in streamlining workflows, optimizing resource allocation, and managing a team to meet business goals or client KPIs. Additionally, I also collaborate with other departments like HR, recruitment, training team and scheduling team to align operational activities with the overall business strategy. My focus is to ensure quality of hires, people development and hold people accountable to deliver great performance by resolving customer concerns, improving customer service satisfaction and maintain smooth operations across our program.
